BNI Clarifies Initiative to Accelerate PIP Activation Was Taken by Parents

PT Bank Negara Indonesia (Persero) Tbk, or BNI, has confirmed that the registration and account activation process for the Indonesia Smart Programme (PIP) for a student at BNI Lubuk Pakam has been completed. All the required stages and requirements have been fulfilled, so the activation of the student’s account could be finalised.

The clarification was issued following the circulation of a video on social media showing a student arriving at BNI Lubuk Pakam while ill, using an ambulance and a patient bed.

BNI Corporate Secretary Okki Rushartomo said the bank sympathised with the condition experienced by the student and their family. The company understood public concern over the incident and assured that officers had provided explanations and assistance throughout the service process.

“We have helped complete the entire registration and PIP account activation process for the student concerned. BNI officers accompanied the family at every stage until the whole process was successfully completed,” Okki said in a written statement.

Okki explained that the incident related to the PIP account registration and activation process. From the outset, officers had informed the family that the process did not need to be rushed, given that the implementation period runs until the end of 2026, and in consideration of the student’s health condition at the time.

Officers had also conveyed that the activation process could be continued once the student’s condition improved. When the family returned on the same day to continue the process, officers said the student could remain inside the ambulance if their condition did not permit entering the branch office.

“The student’s arrival by ambulance and patient bed was not at the request or direction of BNI officers. Previously, the family had been given an explanation that the activation process could still be carried out within the available time limit,” Okki said.

When the family continued the activation process, BNI officers continued to provide assistance and helped complete all the necessary stages. Once the requirements were met, the account activation process could be completed.

BNI also has a service mechanism for customers with health conditions or special needs. Where necessary, services can be coordinated so that officers come to meet the customer through prior arrangements and appointments, while still taking into account applicable regulations, security aspects, and verification requirements in every service.